A complimentary e-newsletter from Linda Miles for the professional dental community. For subscription (or unsubscribe) details, as well as Miles & Associates contact information, please see the end of this newsletter.

Miles & Associates
P.O. Box 6249
Virginia Beach, VA 23456
757.721.3332
757.721-2892 (Fax)
800.922.0866 Toll-free
www.DentalManagementU.com

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Dear Doctors and Team,

It has been an amazingly busy past few months for our clients with record-breaking figures in the month of August, a bit slower in September, but a very strong October and November for a strong end for 2006. Our two most improved solo practices, which were seven figure practices to begin with, are up over $250,000 for the year. Our highest reported month (August) was a $207,000 month. This is a four days per week dentist, with two days per week associate. The senior dentist’s production alone was $108,000. This practice has been a client for 6 years and was at the $74,000 level before.

HYGIENE DEPARTMENT WEAKNESSES. The majority of new clients, who sought consulting assistance this year, had many of the same symptoms: A terribly weak recall system that does not adequately “feed” the doctors’ schedules. Couple that with a low new patient number and the practice stalls or declines steadily. After doing a 100-chart audit, these practices have discovered the computerized management system reports are often incorrect due to human error, changes in staff, or the practice did not invest in training from their software companies to avoid these seriously compounded problems year after year. Manually doing the 100-chart audit then multiplying by the total number of active patients (past two years) is an eye-opening experience for most dentists. For a 2200 active chart practice, multiply your findings by 22. (For a complimentary copy of our 100-chart audit form email me at lindamiles@cox.net.)

Rather than pointing the finger at the scheduling or hygiene coordinator for allowing these weaknesses to occur, which may have started years before the current team was hired, let’s break the problem down.

First, the practice may be limited as to how many hygiene chairs are in the practice. Or the practice may be able to fill all hygiene slots without worrying about 2/3 of their patients not being seen. There could be many holes in the hygiene schedule that are not promptly refilled the minute the opening occurs. The doctor may have heard and believed the myth: “the fewer hygiene patients seen, the higher production for the doctor”. They may have stopped pre-appointing as one prospective new client reported this week, which has caused a $200,000 loss this year and a reduction from three hygienists to two. Or perhaps there is not a strong mix of services and the hygiene department is merely a “prophy palace” where all patients get the same level of care no matter their level of oral health. Without continuous updates in the software program, continuing education for the entire team, these weaknesses get worse year after year. I call a declining hygiene department the practice’s “silent killer”.

Do we blame the employees who were not adequately trained to thoroughly do their jobs? One new client practice had four openings in two hygiene schedules for the day after our all day meeting. When I expressed concern about the $600 plus loss in hygiene on Wednesday ($150 times four), coupled with the $1800 operative loss (hygiene is a third of total volume), this loss would be $460,000 per year if they had four openings every day. No one assumed responsibility for the holes in the schedule, as there were no defined duties at the desk. Their response when I pointed this out was “oh, only four is actually a good day….sometimes it’s worse”. This is the same practice that complained to me during their interviews that morning that they had not had a raise in two years! I wonder why? I pointed out to them that if the broken appointments were filled and they strived for zero defects daily, the practice could have paid them an additional $100,000 (22% of the loss). The openings were promptly filled in the next thirty minutes and they let me know for the next few days by cell phone how each day was filled to capacity with the exception of the deliberate emergency patient appointments. We can’t blame the employees if their roles were not clearly defined and they thought broken appointments were normal.
      
Do we blame the dentists who hired but did not train their team how to manage the recall system, reactivate overdue patients, and be committed to zero defects in the schedule, which means filling the openings as they happen? No, it is not the dentists’ fault that practice and systems management along with team development skills were not taught in dental school. They are too busy getting their clinical requirements in dental school. Besides…these type problems are not an issue until they have them!               

For more information on how you can improve your hygiene recall, click here for a copy of the article I co-authored with Colleen Rutledge, RDH in a recent article in Dental Practice Report.

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GOOD END OF THE YEAR LETTER-During the month of October/November it’s a good idea to send the patients a memo with your thanks for their referrals throughout the year. In the memo you might also remind patients that if they pay their current account balance off by December 30th they can deduct 5% from their balance (a one time holiday gift to them). Or they can transfer their current balances to a patient finance company like CareCredit to avoid the 1.5% interest added to their unpaid balances each month. Don’t forget to also include the following statement: “With Dental Insurance Benefits, don’t forget, if you don’t use them…you lose them. Avoid the end of the year rush by calling today to maximize your family’s insurance benefits as many plans renew in January”.

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VERBAL SKILLS TRAINING MADE EASY-Team members often shy away from being put on the spot during verbal skills training, as they may not have the answers to the role-play questions because they don’t know the situations that will be discussed. To assist in this very important one-hour per month in-office training, we recommend asking each team member to jot down all questions patients ask them for one week each quarter. (Over the phone, checking in, checking out, and chairside.) This allows dentists and all team members to realize what’s missing in patient education so they may jointly create just the right answers. It also gives each team member a heads-up on what questions they should be creatively thinking about answering in a more positive way.

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CE ALERT- Many dentists feel that taking or sending team members to CE is not only expensive but often ask: “What if I train my employees and they leave my office? I’ve now trained my competitor’s staff member”. That type of thinking is not only unhealthy for the staff members who may be going through their day not being sure of all their duties (not just daily but weekly and quarterly as well). It is also very unhealthy for the practice. We estimate that a solo practice is losing more per week than it would cost to educate the entire team. As I told many dentists, “Training your employees and having them leave is not nearly as expensive as NOT training them and have them stay.”

See our website for information on our two day Practice Administrator Workshop in Sarasota, FL February 9-10, and our two-day Dental Business Conference in Norfolk, VA March 2-3. The DBC gives all team members and dentists a PhD in communication skills, case presentations, hygiene department efficiency, scheduling with a reduction of broken appointments plus much more. Managing the practice of today is a total team effort and not only for the administrative team. 

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TWO HOURS PER WEEK OF NON-PATIENT TIME-For those dentists who fear that marking off two hours per week for staff meetings, role playing, behind the scenes duties and in-house training will reduce their production time by a day per week, please read the following testimonial from a Texas practice administrator, Cynthia Sellers, who attended our new Practice Administrator Workshop in January 2006.

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Just wanted to drop you this quick note to update you on our weekly meetings that we implemented on February 1st, as per your model.   

We have been doing this for almost 3 months now and so far, we produced/collected 10% MORE in February and 11% MORE in March.  We closely monitor our practice by the numbers and can clearly track the increase.  I must say that SOMETHING IS CERTAINLY WORKING.  Plus, our entire team is more ‘refreshed’ and cheerfully productive.  The overall team communication is stronger than ever and thus, less stressful at the end of the day – everyday. What you preach about being “happy tired” rather than “stressed tired” is definitely the case here.

Our concern with implementing this was that we would be taking a chunk of time out of our workweek for these meetings and consequently, less production.  In fact, our team was very worried about how this would affect their goals and bonuses.  Well, I am happy to report that in February, they made their regular bonus and in March (which is typically a slow month for us) they made SUPER bonus.  Needless to say, there’s nothing but smiles, motivation, and positive attitudes around here.  All this is solely due to YOU and what you teach us to do.  We’re working less and making more $$$.  Life is good.

You teach this all the time and I wanted to give you some reinforcement that this really does work.  Thank you.

Dr. Grayson & Cynthia Sellers
Port Isabel & Los Fresnos Dental Centers

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NEWS FLASH-We have some new and exciting products coming down the pike in the first quarter of 2007. Watch for full details in the winter issue of DYNAMIC DATA or  on our website www.DentalManagementU.com in a few weeks.

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MARKETING IDEAS-Are you having problems filling your schedule during certain parts of the day? Would you spend $200 per MONTH to increase your daily production $800-$1000 per DAY on average? Place a decorative vase or bowl at the front desk check-in station with a professionally made small sign that reads: “YOU MAY BE A WINNER, ASK US”. All patients who appoint at your most difficult-to-fill hours (example 10-2 in a suburban office), will have their name and phone number on a folded piece of paper placed in the bowl for your monthly drawings of four $50 gift certificates. Mothers who demand after school hours will suddenly find a friend, spouse or relative to bring the children in during those hours so they can have their names in the drawing multiple times. Buying the four monthly gift certificates at your local businesses turns into a marketing project as the word spreads to the owners and employees of that business. A win/win/win idea.

Technology updates are important to keep your practice on the cutting edge. Dentists and team members who use the patients’ chair time to talk about the practice’s new “toys” are not only educating their patients which leads to higher case acceptance, they are also marketing their practice when patients return to work or their homes and tell others what they have learned and how up to date their dentist is. Cad Cam dentistry, lasers, digital imaging are just three pieces of technology patients are impressed by. How do I know? I talk to about 30 seatmates on airplanes monthly. They are the people I interview about their dental experiences.

What negatives do these “research” people discuss with me:

1. Why is it that my son who needs two fillings can’t be seen for three months but my husband needed 6 veneers and they could see him in six days?
2. I left my last dentist who I liked very much because I got tired of her hygienist talking down to me about my home care.
3. After my doctor’s practice grew I felt like a number, not a person.
4. Hilda the Hun worked at the desk. I left because she was about money and not about customer service or my dental care.
5. My wonderful dentist went off my insurance plan so I had to change dentists.              

   These were my responses:

1. Many practices block schedule which means they leave certain time frames on the schedule for certain procedures. Oftentimes the number of procedures requiring less time, such as fillings, take up much more appointment time each month than anticipated which requires a longer than normal time between appointments.
2. Hygienists have a very tough job and they take that job very seriously. When a patient is non-compliant in regards to their own role in good home care, the hygienists I know wonder if they (the teacher) failed in their education of the importance of home care. I’m sure that your hygienist had your very best interest at heart and was well meaning. Their job is to help every patient keep their natural teeth for a lifetime. Even though it may have sounded like a scolding, sometimes reminders are in the patient’s best interest.
3. Have you discussed how you feel with the dentist through verbal or written communication? I’m sure that even though the dentist has become very busy they may not be aware that their customer service has declined. When patients walk into the reception room, they should be greeted enthusiastically by whoever sits at the welcome station. Patients pick up on low energy and a lack of customer service, but if the owner is unaware of it, it can’t improve. Do your dentist a favor and let him or her know how you feel. They most likely will thank you and address the issue at the next team meeting.
4. I’m sorry you had a negative experience with the gatekeeper. That person makes or breaks the practice by how they communicate. They must be caring, enthusiastic, knowledgeable and empathetic to all patients at all times. Financial discussions with patients should be pleasant, not adversarial. I think patients should have an exit interview if they leave the practice for any reason. It’s a real shame the dentist is losing patients like you and most likely they have no idea.
5. Many patients are led to believe by their employers that they have no option except go to a dentist in the network. Patients on most plans can go to the dentist of their choice. The only difference is the way in which their account is handled. They will pay at the time of services with the office filing their insurance as a courtesy. With electronic filing, patient reimbursements are normally made by the insurance company within two weeks. Many patients prefer to place their fee on a credit card so that their reimbursement (in most cases) is received before their next credit card billing date. And with patient financing, which your dentist should have, you can pay for your healthy and attractive smile while you make monthly payments with no interest over an extended period of time.

That’s it for this quarter clients and friends. Here’s wishing you and yours a very wonderful holiday season. And here’s hoping that your 2006 is ending on a very positive note. My consultants and I stand by to help you and your team with a variety of programs, practice development products, and consulting services that range from a one Year PEP (Practice Enhancement Program) to a one-hour PAC (Practice Analysis Consultation). The PAC means we review all doctor and staff questionnaires, two or three pages of your schedule as it was the previous week, and a two page Practice Analysis form which tells us the true health of your practice. During a One Hour Tele-Conference Call (pre-arranged), our consultants (or I) tell you the three greatest weaknesses and more importantly how to fix them. We call this our “Home Depot” Consultation. The good news, it is only $795 until March 31, when we will have our first PAC fee increase in four years.

Quote for the Quarter: “The greatest good you can do for another is not just share your riches, but to reveal to him, his own” 

Warm wishes on this chilly rainy day in Virginia Beach,

Linda Miles, CEO
Linda Miles and Associates

An INC 500 company in our 28th year (due to YOUR success, not just our own)

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Please keep in mind this newsletter is being offered complimentary in response to the many requests to stay in touch with our clients and followers. If you wish to unsubscribe to Dynamic Data please send an e-mail message to lindamiles@cox.net.

Miles & Associates’ corporate headquarters may be reached at 800.922.0866. Fax us at 757.721.2892. On the web at www.DentalManagementU.com, or via email at lindamiles@cox.net Miles & Associates.
 
Linda L Miles & Associates
P.O. Box 6249
Virginia Beach, VA 23456-0249
Phone: 757.721.3332
FAX: 757.721.2892
800.922.0866 Toll-free

A complimentary e-newsletter from Linda Miles for the professional dental community. For subscription (or unsubscribe) details, as well as Miles &
Associates contact information, please see the end of this newsletter.

Miles & Associates
P.O. Box 6249
Virginia Beach, VA 23456
757.721.3332
757.721-2892 (Fax)
800.922.0866 Toll-free
www.DentalManagementU.com

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DYNAMIC DATA SUMMER, 2006

Dear Doctors and Team,

It’s hard to believe that the summer of 2006 is almost over…From the many practices I’ve monitored the past seven months, I’ve seen tremendous improvements over 2005 in what’s supposed to be an overall economic slump. Dentists are more aware of their responsibilities as the leader of their practices. More emphasis has been placed on the human resource side of management with more team members clearly in tune to the practice guidelines and doctor’s expectations of their job. More practitioners have invested in over the shoulder clinical courses, attended case presentation and communication courses, and the entire team feels much more “at ease” with the discussion of fees and financial options, knowing patients are accepting more of the ideal treatment plans versus “just wanting to get by” until their next round of dental insurance kicks in.

We already know, “patients accept what the practice accepts”. If anyone in the practice thinks patients won’t do this or that, they are absolutely right. If changes are presented in a positive way whether it is for a treatment fee, the value of the next appointment, or the fact that dental insurance does not cover most complete treatment plans, patients will accept these facts too.

Broken Appointments (more so in summer months), prompted this article request from my friend, Joan Garbo for her newsletter I hope my summer readers like it too.

HOT TIPS…FOR HOT WEATHER

Failed and short-notice changed appointments are serious problems at any time during the year, but can really play havoc on the summer months’ production, typically vacation months for doctors, and team members.

Parents and patients don’t intend to be less committed to their appointments but during the “lazy days of summer” let’s face it…if anyone makes them a better offer than going to the dentist, off they go, which means your scheduling coordinator works at top speed keeping the changes in the schedule filled. Not to mention the stress involved with the confirmed patient “no-shows”.

First let’s look at the major causes of broken appointments:

1) A lack of communication from the doctor and entire dental team to the patient regarding the importance of their next visit while they are sitting in the dental chair on their current appointment. If you have ever wondered why some practices have 3-4 times as many broken appointments as another practice, listen to the amount (or lack of) patient education regarding the next appointment in your own practice starting immediately.

If the office communication in your practice is 75% social and only 25% dental education, no wonder you have more than your share of open time which is totally non- productive. Reversing the conversations to 75% dental education and 25% social chitchat is key. All it takes is a 30 second eye to eye, heart to heart talk about the importance of keeping the next appointment, and VIOLA….a reduction in over HALF the amount of wasted time. While socializing with patients may be fun…it should never be more than 25% of the conversation and at that, focused on the patient, not the dental team member or dentist.

2) Non-motivated team member is another serious reason for open chair time. Their attitude is: I’m going to make the same amount of money today no matter how many people show up, so why work so hard? If you don’t already have an incentive bonus plan in place, I highly recommend one. Or the doctor could have a daily “bonus kitty” and drop a $10, $20 or $50 bill into the locked box or office safe for each day with zero to X number of open slots on the schedule. Each open slot costs the team their “fun-money” which is divided at the end of the month and pro-rated to part time team members. With an average of $30 per day times 16 days, this could be close to $500 per month!

3) Weak verbal skills and untrained scheduling coordinators determine why a large percentage of changed or failed appointments take place in a practice. There are three tones of voice that might be used when a patient calls to try and change or cancel their appointment: 1) happy, 2) neutral, or 3) friendly-disappointment. If employees like downtime, they will sound happy when an opening occurs. Because patients like to make the person taking the call happy, they will continue being a source of failed appointments because they know the team member actually seemed elated with the call.

If the patients receive a neutral response such as “Oh, no problem at all Mrs. Webster, let’s see when I get little Samantha back in. How about this coming Thursday at the same time?” Again, if it is easy to change or cancel appointments because the caller feels it’s OK and no problem at all, look out…your practice will again have more than your share of broken and failed appointments. I have heard from some scheduling coordinators in my audiences that they spend a third of each day restructuring each day that falls apart!!

The only way to control wasted chair time especially in the summer months is always sound friendly yet firm when someone calls to ruin your schedule. “Oh Mrs. Webster, I’m sure that the trip to the lake that Samantha has been invited to participate in is very important, but so is her appointment with us. I have reserved the doctor’s entire late morning just for her bandings. As you know, it would be impossible for me to fill this amount of the doctor’s time on short notice. Is there any way we can work around Samantha’s invitation so that they may leave around noon instead of 10 AM?

If and when your scheduling coordinator develops the skill of being very friendly yet disappointed when patients try to fail or postpone their appointments, patients and parents begin to realize the inconvenience of this, especially the last minute changes. REMEMBER: An appointment will NEVER become more important to the patient than it appears to be to you”.

A good “test” is to have the doctor go across the parking lot with a cell phone while covering the mouthpiece with a handkerchief to disguise their voice. The doctor calls the office and pretends to cancel the most productive appointment for today or tomorrow to see just how it is handled in their practice.  

You may also list on the back of your appointment cards: A broken appointment is a loss to three people: 1) The patient who missed the valuable time. 2) The patient who could have used the valuable time. 3) The dentist who was fully staffed and prepared for the appointment time.

Summer “play time” does not have to ruin your production. Be pro-active…play it cool by having each member of the team improve his or her verbal communication skills. And remember it has to be congruent with everyone committed to that goal. With verbal skills communication, “you are only as strong as your weakest link”.

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Newsletters always create a wave of business for our business after they go out and for those who do quarterly newsletters. One of the best in the dental business is HYCOMB MARKETING in the bay area of CA. Here’s what my friend, Melinda Spitek, Owner of HYCOMB has to say to our readers. PS: We highly recommend Hycomb’s newsletters and hope you will inquire about them too. Keeping your name and dental information in front of your patients every 90 days is the key to successful marketing.

Doctor, has your hygiene schedule been less than full? Have your new patient numbers dropped off? Struggling in this lousy economy? More and more patients past due? Suffering from Empty Chair Syndrome?

When times get tough you need to regroup and motivate your existing patient base. Maintaining contact with patients between appointments is a great way to keep patients thinking about you. But it’s hard to find the time to send letters or write and print a newsletter on a regular basis.

The antidote is actually quite simple. Every 90 days, a professional communication sent by you, filled with colorful and intriguing information about dentistry, arrives at every door of your patient base. All you need do is review the articles you prefer to appear before it is sent out. Hycomb does all the work.

Your own quarterly newsletter, produced by Hycomb and personalized just for your practice, is by far the simplest and most cost-effective means of re-welding that connection between your practice and your existing patient base every 90 days. Perhaps most importantly, for the majority of our subscribers it’s practice marketing made easy.

We can help! Call HYCOMB 800/523-6961

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Want some beautiful scenery in your office to take patients’ minds off the procedures they are having? Wish you could “get lost” In a beautiful place in your mind to meditate and get away from the day-to-day stress? Bill Robertson Photography is another place to go for artwork for your office, note cards, recare cards and other marketing materials. Check out his site at www.billrobertsonphotography.com 

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In late March, the ADA In conjunction with CareCredit, dentistry’s leading patient finance company, mailed thousands of letters offering my newest CD “The 12 Necessities of a Successful Practice” free to any office that called CareCredit. We have been overwhelmed with the positive response to this CD after dentists listened to it. In one week, we heard from 7 long-ago clients and meeting planners with whom we had lost touch over the years. As we know, the post office only forwards addresses for a year after a move. In addition to client   moves, we moved our corporate office twice in ten years. Some mailing addresses did not get updated in a timely fashion. How exciting for us to reconnect and reschedule follow-up consulting and lectures for friends we worked with in the past. If you have not called CareCredit for your free CD, please do so. Pennwell also had a card on their June Issue of Dental Economics for the same CD. CareCredit’s phone number Is 1-800-300-3046.

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TEAM RETREATS have become a large part of our business in the past year or two. This year I did a private practice retreat In St. Johns, Virgin Islands with a practice from TN, the Phoenician Resort In Scottsdale with a practice from TX, and will soon go to Kona, Hawaii with a group practice from NC. This Is normally a two half-day private consultation/lecture with afternoons free to play or continue networking with the work family in a non-working environment. We gather the same practice statistics and questionnaires as with our consulting services. The doctor and consultant/speaker then spend an hour on the telephone creating the custom designed 8 hours of meeting time, selecting topics that are most pertinent to their specific practice/team needs. For a brochure on this wonderful way to get your practice team on board and working toward a common goal, email me at lindamiles@cox.net or call 800-922-0866 for more information.

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AMAZING…Where some of the mis-information in dental management comes from is beyond me. I sometimes think people who assume they are helping dentists actually keep management consulting firms in business doing what I call DAMAGE CONTROL.

About six months to a year ago I read in a leading newsletter:” When dentists are out of their offices on vacations and for CE courses, don’t let the staff stay in the office to do their behind the scenes work as this is what keeps the payroll percentages so high!”

MY TAKE IS: It’s not the staff being paid for 52 weeks per year their normal 32-40 hours per week that is keeping the staff salaries (and other overhead) high, it’s the constant turn-over in team members that come and go…The down time, retraining time and loss of stomach lining to re-hire is the problem folks. I don’t know about my readers, but in the past, when I took a fulltime job, it meant I needed full time pay. My personal bills (like everyone else’s) go on 52 weeks out of the year.

I wish I had $10 for every team member in dentistry who has left to find a job that was fair when issues like those arose. The ONLY time it is fair to ask employees to be off without pay 4-10 weeks per year, (which some dentists take off), is to discuss it on the interview and agree to it in writing that: A) the employees have an option of taking time off without pay, B) using their personal vacation time and get paid, or C) coming in to work with a list of behind the scenes chores (pre-arranged with the dentist before he or she left), so that they do not miss their agreed upon pay.

Another amazing statement was made recently from another dental newsletter: Treat all your team members differently and better according to how well they each perform!! Imagine that: PRIMA DONNA/QUEEN BEE alert big time! Every member of the team thinks they have the hardest job, contribute more than anyone else, are the most loyal, the most accountable and the least appreciated. To add fuel to that fire…. NOW, the owner dentist is to use favoritism to “get the slackers in gear?” 

MY TAKE IS: One’s confidential salary should reflect their personal worth to the practice. This is between the employer and the employee and is no one else’s business…BUT when it comes to benefits, perks, bonuses, shard responsibilities, rules and guidelines, they best be the same for all who work the same number of hours and pro-rated for those with fewer hours. Equality and respect creates teamwork….The same holds true for the patients in the practice. Some practices only want A and B patients…What a crock! ALL patients deserve the same level of care and consideration. The majority of my clients aren’t arrogant who turn patients away if they don’t: A) dress right, B) have the right address, C) the right job title, or D) accept the total large treatment plan just because the doctor presented it. The goal is to turn the D’s into C’s this year, B’s the following year, so that eventually…through love and respect they become A’s. These wonderful dentists treat their staff and their patients with kindness and respect (from the last hired to the longest) and the A to D (and beyond) patients who need their care.

You can tell WHO writes what these days….a lot of this mis-guided communication comes from those who got out of school, went to a professional post graduate program and started writing paychecks! It helps if those giving advice had to work their way up the ladder of success. And as Granny Miles said many times…”You can’t get higher than your raising”. And: “Be nice to people on the way up as you don’t know who you might need on the way down.”         

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The 10th annual Speaking Consulting Network was a huge success with a 30% Increase In membership and 45% Increase In exhibitors for the Phoenix Conference the end of May. For meeting planners wanting to spend two days networking and mingling with the cream of the crop speakers, consultants and authors, this is the place to be. Each year SCN comps the tuition for 12 lucky VIPs. Exhibitors tell us this is the ONLY dental meeting they feel totally connected with from the moment they arrive through the farewell dinner on Monday evenings. This year’s meeting roster consisted of 49 management consultants, 21 dentists and 29 hygienists who speak, consult or write. The other 40 were support staff, VIPs, exhibitors and sponsors. Next year’s conference for first year members only is Saturday, June 2, with all attending Sunday and Monday June 3-4 while our exhibitors are in full swing and dozens of exciting classes are taking place. This year’s 6 lucky winners of the coveted SOS (Spotlight on Speaking) were Joan Garbo, Leslie Canham, Erin Sandman, Cher Thomas, Danny Bobrow, and Jeanie Windes. Each presenter gave ten minutes of their best material to be critiqued by meeting planners, fellow members and exhibitors. Sixty days later, I am hearing wonderful opportunities that have opened up in the industry for those who bravely volunteered and were selected. Again, SOS’s Master of Ceremony, Dr. David Reznik, did a magnificent job of not only facilitating SOS, but coaching the presenters as well.

SCN 2007 in Charleston, South Carolina will be our fourth sell-out in a row with a maximum attendance of 200. If you wish to be there as an exhibitor, new member or returnee, call Lee today at 800-922-0866 to reserve your spot with the initial payment of $500. Monthly debits will then start November 10th for 6 months for your balance. Second year members’ come at 50% off, while third year and beyond members come at another 50% off the second year tuition. Don’t miss the fun and excitement of SCN if you have a strong desire to attract and retain speaking, consulting and writing assignments. The energy and spirit of SCN Is what propels it year after year. Our 2007 keynote speaker (a secret for now) will be worth your entire tuition.

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The following message is from one of our last Dental Business Conference attendees who also attended the January 2006 new two-day course for Practice Administrators, spouses of dentists who wish to train the PA In the future, and for dentists who would like to better utilize their Practice Administrator. In many practices, the Practice Administrator has the title but no real authority and even less training to be the dentist’s right-hand businessperson. Many Practice Administrators have had little or no training so this new course is just what the practice needs. For better group Interaction, we limit the attendance to 100 people. Call Lee today to get on the list for our February 9-10, 2007 FL workshop. Doctors and dental spouses don’t SEND…but BRING your practice administrator for best results….

ATTENTION MEETING PLANNERS: Send for our new brochure on how your association or study club can host the two-day workshops in your hometown. Or visit our site and check out the Information under Seminars (then Meeting Planners). 

Cynthia’s comment below: (She runs two very successful TX practices with her husband, Dr. Grayson Sellers).

Just wanted to drop you this quick note to update you on our weekly meetings that we implemented on February 1st, as per your model.  
 
We have been doing this for almost 3 months now and so far, we produced/collected 10% MORE in February and 11% MORE in March.  We closely monitor our practice by the numbers and can clearly track the increase.  I must say that SOMETHING IS CERTAINLY WORKING.  Plus, our entire team is more ‘refreshed’ and cheerfully productive.  The overall team communication is stronger than ever and thus, less stressful at the end of the day – every day. What you preach about being “happy tired” rather than “stressed tired” is definitely the case here.
 
Our concern with implementing this was that we would be taking a chunk of time out of our workweek for these meetings and consequently, less production.  In fact, our team was very worried about how this would affect their goals and bonuses.  Well, I am happy to report that in February, they made their regular bonus and in March (which is typically a slow month for us) they made SUPER bonus.  Needless to say, there’s nothing but smiles, motivation, and positive attitudes around here.  All this is solely due to YOU and what you teach us to do.  We’re working less and making more $$$.  Life is good.
 
You teach this all the time and I wanted to give you some reinforcement that this really does work.  Thank you.
 
Dr. Grayson & Cynthia Sellers
Port Isabel & Los Fresnos Dental Centers

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TELEPHONE TECHNIQUES

The proper way the telephone is handled cannot be stressed enough. Going back into practices that have supposedly learned WHY it Is the most important instrument in the office, or calling an office that has sent their team members to our courses only to hear a weak greeting, little or no energy from the person answering the phone, or a person who sounds interested in making the call as brief as possible, truly sends the wrong message to those calling the practice. Being enthusiastic, caring, thoughtful, concerned, friendly and helpful MUST be part of the scheduling coordinator’s demeanor. When this is not the case, I estimate that it is costing the dentist more than $10,000 per month in lost production and patients. The next time you call a professional office and get this low level of service, ask yourself: “Is that business owner aware of the fact the person handling the phone is costing the business over $100,000 per year plus whatever they are being paid?”

Our 12 week In-office DVDs with a master workbook, five copies of my newest book DYNAMIC DENTISTRY, plus a post book 25 page test for 5 CEUs should be part of every practices’ library. You can review or learn telephone techniques and dozens of other important management topics in the comfort of your own office for pennies per day. Order online or call 800-922-0866. 

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Two LLM&A consultants, Susan Kulakowski and Janelle Kent of FL have created the perfect hands-on course for new or experienced dental business staff who need to hone their skills in scheduling, the reduction of broken and changed appointments and financial-insurance discussions.

We all know that about 70% of all case acceptance falls apart in the financial discussion phase of communication. And we also know that just one failed appointment per day results in a 6 figures loss at the end of each year. I highly recommend this exciting course for the two plus people who have the most interaction with patients (over the telephone, checking in, checking out and during financial consultations). Treat the business staff to the course that will pay big dividends the day they return to the practice.

The Florida Center for Staff Development is a nine-hour intensely interactive workshop. The two-day courses, ending at 2 PM each day to allow for group dynamics after class, are held simultaneously in a beach setting away from the busy practice.

The financial workshop, “From Job to Career Professional” and the scheduling workshop, “Mastering the Art of Productive Scheduling” are THE workshops, which will make your business staff the “best of the best”. Attendance is restricted to no more than twelve in each class to allow personalized and individualized practice focus. The small group setting and the sharing of information, ideas, and challenges makes this course exceptional and like no other in dentistry. For new team members who need to get on the same page quickly and for those burned out from years of scheduling and discussion finances and insurance the hard way!

Your team will return highly educated with renewed energy and confidence. The tuition includes breakfast and lunch both days, course materials with workbook, continuing education certificate of completion, and three follow-up group conference calls. For a minimal total investment of what you are losing WEEKLY, this is the ANSWER!

The dates are November 3,4 at the Diamond Head Beach Resort, Ft. Myers Beach, Florida. The direct contact number is 866-862-7875.

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VACATION ALERT: One of my clients just reported a wonderful vacation In Paris. A Parisian couple owns several apartments in Paris with perfect views of all the famous sights to see and places to visit. The apartments look like House Beautiful according to Dr. Robert Randall. The site to visit is www.perfectparis.com.

Also if the Smokey Mountains beckon you, try the www.sunsetcottage.com site and select one of their log cabins or chalets in TN. Don and I will be there after Thanksgiving with another couple. For a two-bedroom two and a half-bath cottage on the river and beside a golf course, the price is right at $200 per couple for three nights. Call 865-429-8397 for more information.

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Here’s hoping the second half of 2006 is off to a fabulous beginning with July having been one of your best months ever. One of my consulting client offices (two dentists) is on target this year for a $300,000 NET increase in the two years since we started working with them. …. Their SECRETS Include: Better leadership, greatly improved scheduling, staff knowing doctors expectations, improved communication within the practice and also to patients, a huge reduction of open chair time, new technology, clinical excellence courses for the dentists and entire team, new marketing, and assistance from a highly skilled hygiene consultant who took the hygiene department from the low $50,000 to the low $70,000 level per month. NOW THAT’S PROGRESS! Almost forgot: When I started working with them In July 2004, their total overhead was 73.1% that year, dropped to 70.4% in 2005 and is 64.4% in 2006.

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Enjoy the rest of your summer. Plan now a get-away to the Smokey Mountains for the fall, and a trip to Paris in the spring…. It isn’t just about the WORK….It’s about the journey, so enjoy each and every step of the way. Share this journey with your family, then take your team on a Team Retreat to celebrate the help they gave you In reaching new goals and making the journey a pleasant one. As Albert Switzer said,” Success does not create happiness, happiness creates success”. And remember, “The task ahead of you is never greater than the power behind you”. Have a great remainder of 2007. If you need one of our team members to assist in any way, please call 800-922-0866. We LOVE hearing from our readers, so a brief update on how you are doing is welcomed and will be answered within a week or two. 

Linda Miles, CEO
Linda Miles and Associates  

Please keep in mind this newsletter is being offered
complimentary in response to the many requests to stay in
touch with our clients and followers. If you wish to
unsubscribe to Dynamic Data please send an e-mail message
to lindamiles@cox.net.

Miles & Associates’ corporate headquarters may be reached
at 800.922.0866. Fax us at 757.721.2892. On the web at
www.DentalManagementU.com, or via email at
lindamiles@cox.net
Miles & Associates – Summer 2006
 
Linda L Miles & Associates
P.O. Box 6249
Virginia Beach, VA 23456-0249
Phone: 757.721.3332
FAX: 757.721.2892
800.922.0866 Toll-free

Dear Doctors and Staff,

It has been a whirlwind first quarter for most practices. Many of the ones that we monitor monthly have had their best quarter in the history of their practice. One such practice was an office I started consulting in 1982 when their solo practice had a goal of $32,000 per month. That same four-doctor practice just had a seven figure first quarter…Now that’s progress!! Their hygiene department did over $300,000 of that figure. What’s their secret? In addition to loving dentistry, these four dentists are great leaders with a knack for attracting patients who want the level of care that their practice provides. They also follow the 12 Necessities of a Successful Practice. That was my topic during my one-hour interview with Care Credit in December. If you have not already received your complimentary copy of this CD, please call Care Credit in CA and request it. If your practice is enrolled with Care Credit patient financing call 800-859-9975. If you would like to know more about how Care Credit can propel your practice by getting you out of the lending institution business, call 800-300-3046 Ext. 4519.

I can’t believe how many dentists still believe they can save or make money by extending credit in-office. The cost of financing in-office is not only twice as expensive as the fees by an out of office patient finance company, the practice often must hire another employee to devote time to mailing hundreds of statements and making dozens of collection calls each month. BUT….the real expense is the number of broken appointments in practices that extend in-office credit. Their number is normally two to three times higher than practices that use an outside patient finance company. Omer Reed said in 1978, in Williamsburg, VA, “people who owe you money don’t like you”. Over the years I have added a couple of other parts to that true statement, “people who owe you money do not refer to you”, and “people who owe you money break appointments”. So the hidden costs of practices financing the dentistry are HUGE! One dentist recently was proud of the fact that his office actually made over $24,000 in interest charged to patients last year. Taking into consideration the additional staff to do tons of statements in this 5 doctor mid-western practice, the cost of postage, making collection calls and the higher broken appointment ratio, the practice is losing money…not to mention the adversarial relationships that are created when a collection call has to be made for slower paying accounts. GET SMART…allow your team to spend their A/R management time doing more productive duties such as marketing, reactivation of inactive recalls, and more direct customer service versus behind the scenes busy work that ends up costing much more than patient financing such as Care Credit.
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What are some of the issues we have dealt with this past quarter? These concerns have come from non-client calls as well as practices we have worked with for years.

ACCOUNTABILITY-Some staff members dislike defined duties on a daily basis, as hiding inadequacies is much easier when “everyone does everything”. Dentists need to know just who to go to when the schedule is less than ideal, or when a case is not back from the lab yet the patient is here for a crown seating. They need to know that each patient’s visit flows from person A to person B and that all steps of communication are handled superbly, not one way with this patient and another way with the next. Without a “system” for passing each patient through the various phases of the patient visit, mistakes are made, breakdowns in communication occur, which negatively impacts productivity. It is not easy to follow a set protocol, but practicing dentistry is like acting in a play. Without a pre-determined line, a cue from another person, a timed schedule for completion, an ending in mind, the show does not go on as planned. In a successful practice, each person involved realizes it is SHOW TIME at all times and it takes team effort to have the day go without too many glitches. Leaving off procedures in charting, hoping someone else will enter it for them, depending on someone else to do the instruments because they did them a few times before, or not calling to fill an opening in the schedule within five minutes of that opening shows a lack of accountability.

MORALE PROBLEMS-When the practice is very busy there is normally less time for those working in the practice to whine, moan, groan, gossip, and point fingers at co-workers for not doing their job. After an all-time high (like the first quarter of 2006), when the month of April started, a few more complaints surfaced in emails and phone calls from not only staff but dentists as well. A feeling of not being appreciated, or the boss resenting the bonuses paid the past three months and threatening to change the rules as the bonuses paid were too much. Some had been too busy to hold regular staff meetings and planning sessions. We all know, “when the communication dies, motivation dies. When motivation dies, morale drops and so does the production”. It is VERY important to hold regular staff meetings and especially important during the busiest months.

ABSENTEEISM-With the late winter and early spring, many practices have experienced a high rate of illness in the ranks of their staff and staff families. Even some dentists who are never ill did not avoid the flu viruses of the past few months. When an employee is out, it truly creates a burden for the coworkers and the dentist. Some dental practices have sick allowance but most prefer to have a WELL BONUS that rewards staff for being well. Each employee has four personal days per year (one per quarter). They may use these days for extra vacation, a long weekend, and illness or children activities at school. If they use one in the quarter they are paid. If they use two days in one quarter they are paid for one and not paid for the second day off. At the end of the employees’ anniversary month, their unused days are bought back at their daily rate. If the employee has perfect attendance and turns in all four personal days they are awarded an additional $200 bonus. While any “system” can be manipulated and there is no perfect system, this one has worked very well for many practices over the 28 years I have recommended it to client practices. There is also a question of fairness with the monthly BONUS if a staff member is absent. Because it is a hardship on the rest of the team, I feel it is only fair to keep 25% of that person’s monthly bonus for each day the employee is absent. Those funds are then divided at the end of each month with those who had perfect attendance. Paying people to be “on the job” is much better than paying people to be ill. If the sick pay does not carry over, and it usually doesn’t, you don’t have employees taking it versus losing it during the last quarter of the year.

ATTITUDE OF GRATITUDE-When is the last time the dentist in your practice left the office feeling totally appreciated by the entire staff? I hear of late how many team members focus on what is wrong with their jobs versus what is right. Staff members complain that we got “this” but we also want “that”. When is enough really enough? Don’t look for the employer to be the only one showing appreciation. How long has it been since the team did something very special for the dentists to say “thank you”? And we are grateful for A) B) C) and D). I encourage my client practices to make a list of what is right and what is good about the job they have and what they might miss if they were forced to go elsewhere to work. Sugar attracts more flies than salt. Start a campaign to REALLY show appreciation for the facility you work in, the technology your dentist has invested in to make your job easier, the CE opportunities provided to you, the lunches out, the generous benefit package that your practice provides and your nice boss in general. Dentists have a tough job taking care of patients, running a business they were not trained to run and being personnel director to a group of employees who never seem completely happy. Change your work environment and watch how much more you enjoy going to work each day. Focus on what’s right and quit picking and whining about what may not be 100%. PS: There is no perfect job!

Dentists, do the same exercise for each member of your team. What personal and professional qualities do they bring to your practice that you would have a difficult time finding in another in their same department (hygiene, administrative and clinical assisting)? Do you as the business owner focus on what’s right at staff meetings? Do you hire, train, trust then praise your team on a daily basis? Do you allow them to grow and prosper with you as the practice grows? Do you get more excited than they do when goals are reached and you GET TO generate those bonus checks? Or are the bonus checks delayed with an excuse each month, which leads the team to believe you really don’t want to share the practice growth with the staff? An attitude of gratitude is very necessary in order to keep the office a fun, exciting and rewarding place to work. And it goes both ways!
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Recently, I had the pleasure of hearing a presentation given by Nancy Hammel and Dr. Michael Silverman of DOCS (Dental Organization for Conscious Sedation) regarding the benefits of Oral Sedation Dentistry. Nancy is the Director for Team Education and Dr. Silverman is the Founder and President of DOCS.

Both Nancy and Michael spoke eloquently about the huge demand for safe, comfortable, and effective methods of providing dental care, pointing out that a significant portion of the population do not go to the dentist on a regular basis because of their fear and anxiety. They offered a very compelling argument that oral sedation dentistry will continue to increase in demand and as is fast becoming a necessary tool for every successful practice in America.

I found their program to be not only educational, but also lively and fun. Dentists and Team Members will learn the necessary skills to return to their practices and begin implementation immediately. I am now thoroughly convinced that Oral Sedation Dentistry can be a huge benefit for fearful patients as well as a great service that will in turn enhance practice success by impacting profitability for those dentists who are willing to invest in the training and necessary equipment.

I strongly recommend that dentists as well as team members attend. Below is a listing of their upcoming seminars.

May 19-21 - Chicago
June 22-24 – Seattle
July 28-30 – Boston
Sept 28-30 – Kansas City
Nov 9-11 - Las Vegas
Nov 30-Dec 2 - AtlantaFor more information call 877-325-DOCS or visit www.sedationdocs.com

 

NEED MONEY?

If you are a new dentist or an established dentist in need of practice financing for expansion or start up, please review the following:

Capital4HealthCare consistently provides prudent practice advice for purchasing and expanding dentists as well as sophisticated practice finance solutions carefully crafted to enhance purchasing power and for practice growth. Our clients are recent graduates, associates and established practitioners who are acquiring first practices or expanding their practices by acquisition or organically. Our team includes five dentists, we represent clients nationwide and we offer a variety of conventional, SBA, specialty, investment banking and institutional investment resources in order to achieve the best practice financing result for our clients as to interest rate, term and loan amount. We invite dentists to visit our website at www.capital4healthcare.com; we may be contacted toll-free at 800-324-8808, by e-mail at information@capital4healthcare.com.

A word on overstaffing from:

THE EFFECTIVE EXECUTIVE IN ACTION By: Peter Drucker and Joseph Maciariello

There is a fairly reliable symptom of overstaffing. If the senior people in the group…spend more than a fraction of their time, maybe one tenth, on “problems of human relations”, on feuds and friction, on jurisdictional disputes and questions of co-operation, then the work force is almost certainly too large. People get into each other’s way. People have become an impediment to performance, rather than the means thereto. In a lean organization people have room to move without colliding with one another and can do their work without having to explain it all the time. (Page 24)
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In our local newspaper this morning…worth passing along. (Hope none of these are on your team)

AMERICA—-THE SELF-INDULGENT

“The government owes me a comfortable life and retirement.”
“My employer owes me higher wages and improved benefits every year.”
“The boss at our company is ridiculously overpaid and works half as hard as I do.”
“Do unto others before they do it unto you.”
“Sports heroes are GODS”
“I’m close to my children…we play video games all the time.”
“Personal accountability is an old-fashioned idea”
“God? Get real. Total non-factor in contemporary society”
“My “say anything, do anything, come as I am, in your face” attitude is my birthright.
“There are a few problems in this country. I’m just wondering when THEY will fix them?”
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GOOD NEWS FOR ASSOCIATIONS LOOKING FOR PRACTICE MANAGEMENT

 COURSES THAT NOT ONLY GIVE “THE TASTE” BUT ALSO “THE RECIPE”

For the past 19 years, I have given my flagship two-day total practice management course, the LLM&A Dental Business Conferences four times during each year. This course gets rave reviews and tons of feedback from enthusiastic team members and dentists with proud reports of their improvements the first 90 days, 6 months and after a year. As soon as a new employee is hired, their dentist or Practice Administrator calls or emails asking, “When’s Linda’s next Dental Business Conference?” It has become a must for new employees to get up to speed with advanced co-workers in the savviest practices in North America and has been lauded as “the shot of Vitamin B-12 needed when dentists or team members feel a little less than excited about their day to day duties.

The DBC is recommended for the entire dental team for as we all know, management of today’s dental practice is a TOTALTEAM EFFORT. Everyone needs effective verbal skills when greeting patients over the telephone, and when scheduling or discouraging those broken appointments the practice does not need or deserve. Dental team chairside communication sets the stage for case acceptance, scheduling is done by more than the scheduling coordinator, and hopefully no one in the practice (including the dentist) is timid when it comes to answering simple fee questions from patients?….Passing the buck means: A) fees are not really important in this office, or B) I think the fees are too high and I’d rather someone else answer that! While only the Financial Coordinator should discuss HOW patients will pay, having positive feedback to simple fee questions eliminates patients saying NO to needed treatment. Patients will find a way to pay for ideal dentistry just as they find a way to eat out 6 times per week and buy whatever else they want. Learn how to make patients become non-co-dependant on their insurance plans. The DBC also covers hygiene department improvements to become the most profitable passive income center in the practice and Marketing is our closing segment.

If your dental study club or state association would like to sponsor LLM personally to come to your area to present the two day DBC, members can save 20% per registrant and save money on hotel and airfares for your member dentists and their teams. Call Lee Tarvin at 800-922-0866 to secure one of my late 2006 or 2007 dates (8 available openings through 2007). We provide a sample marketing brochure for you to duplicate and mail, printed and shipped workbooks, DISC profiles for all, and a checklist for ease in sponsorship. Your association provides the meeting space, AV equipment, breakfast and lunch both days and 60-100 attendees.
 

Testimonial from a recent attendee of our San Diego 2-day Dental Business Conference:

Just wanted to drop you this quick note to update you on our weekly meetings that we implemented on February 1st, as per your model.

We have been doing this for almost 3 months now and so far, we produced/collected 10% MORE in February and 11% MORE in March. We closely monitor our practice by the numbers and can clearly track the increase. I must say that SOMETHING IS CERTAINLY WORKING. Plus, our entire team is more ‘refreshed’ and cheerfully productive. The overall team communication is stronger than ever and thus, less stressful at the end of the day – everyday. What you preach about being “happy tired” rather than “stressed tired” is definitely the case here.

Our concern with implementing this was that we would be taking a chunk of time out of our workweek for these meetings and consequently, less production. In fact, our team was very worried about how this would affect their goals and bonuses. Well, I am happy to report that in February, they made their regular bonus and in March (which is typically a slow month for us) they made SUPER bonus. Needless to say, there’s nothing but smiles, motivation, and positive attitudes around here. All this is solely due to YOU and what you teach us to do. We’re working less and making more $$$. Life is good. 

Dr. Grayson & Cynthia Sellers, Port Isabel & Los Fresnos Dental Centers, TX
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Check out this site…I was amazed with how easy it is to get coverage for patients in the cross coding arena:

IPS- Integrated Practice Solutions, is a medical technology company that provides third party billing services to medical/dental practices using a proprietary computer program with a user-friendly interface. One of the company’s primary products, Medallyon, is unique in merging dental treatment with medical insurance reimbursement. The company’s services incorporate innovative technologies with an experienced management team and customer service focused on improving dental patients’ acceptance of planned treatment along with client profitability.
www.ipsdental.com

ALL YOU NEED TO KNOW ABOUT DENTAL INSURANCE

Speaking of coding for insurances. If you do not have a copy of Dr. Charles Blair’s new coding book, CD-2005 Coding, get one at www.DrCharlesBlair.com. It will become your insurance go-to book. And to stay current with all the many changes in the insurance utilization arena, narratives etc., I hope that you and your team have access to INSURANCE SOLUTIONS NEWSLETTERS by Vicki Anderson of WA. www.insurancesolutionsnewsletter.com. Dental Insurance is changing!
Are you and your team?

Have a great spring and hopefully you have planned some time off this summer for family vacations. Children have a tendency to grow up VERY fast. My granddaughters are now 15 and almost 12. It seems like my two children, LaDona and David should be that age…Take time off this summer to enjoy and celebrate time off with your family. You work hard. You deserve it!

As we go to press, I am gearing up for a Private Practice Team Retreat (PPTR), with a private practice from Texas in Scottsdale next weekend. I have just had a wonderful team retreat in St. Johns, Virgin Islands with another client practice from TN last month. In September, I go to Hawaii with a large group from NC for their Retreat. If you and your team wish to be one of my 8 Private Practice Retreats for 2007, please call Lee at 800-922-0866. My consultants and I love doing private retreats for a re-awakening of the practice values, focusing as a team on the five-year doctor’s vision, and having an outside objective non-biased person assess the total health of the practice as it is…and discover how it can be when everyone pulls together.

Best personal wishes,
Linda Miles, CSP, CMC
lindamiles@cox.net
www.DentalManagementU.com
www.SpeakingConsultingNetwork.com
1-800-922-0866
lindamiles@cox.net

A complimentary e-newsletter from Linda Miles for the professional dental community.

For subscription (or unsubscribe) details, as well as Miles & Associates contact information, please see the end of this newsletter.

Miles & Associates
P.O. Box 6249
Virginia Beach, VA 23456
757.721.3332
757.721-2892 (Fax)
800.922.0866 Toll-free
www.DentalManagementU.com

Dear Doctors and Dental Team,

TRENDS HAVE DISTINCTIVE PATTERNS 

Welcome to our WINTER edition of Dynamic Data. This edition reviews TRENDS from the past three or four decades. The second half of every decade in the past has been economically stronger. It seems like we were just talking about the new Millennium a year or two ago not SIX. I am very optimistic that the best part of the decade will be the second half, following the trends of the past three or four decades, so get ready for the growth that is about to take place. Looking back to the early 80’s when we moved to Virginia Beach, interest rates were 22%, our daughter was a senior in high school, our son was in the 8^th grade, and Don was still in the Air Force. (Virginia Beach was the last duty station in his 21-year career.) And to make financial matters worse, I quit my fulltime job and tripled our mortgage in the same month to become a fulltime speaker and consultant. Moving from the country town of Chester, VA, to an expensive resort city was an eye-opening experience real estate wise. Things were financially tight for the first five years of the 80’s, but we made it! In those days, I placed the seminar brochures in the mail and hoped the mailman brought enough checks to pay the printer to make more brochures. It was 60-80 hour weeks with practically no income the first few years. 

By the early 90’s we moved into a big house on an acre of waterfront property. Builders were selling everything they owned because the housing bubble had burst. Buying a builders dream home was bittersweet for the builder, but exciting for us. We worked hard and the business grew 544% from the mid 80’s to the early 90’s. We were listed in the December 1987 issue of INC. magazine as one of the fastest growing privately held businesses in America. From 1990 to mid 90’s things were slower again in practices although our business continued to grow. Some dentists during the first half of the 90’s were not experiencing the growth they once had. From 1996 to 2000, practices again were booming in the net and gross until 9-11-01.  

If the trend for your practice is like the trends we have witnessed, then the next five years will be another boom time for dentistry in N. America. There is no better time to prepare for growth than when things are a little slow. It gives you and your team time to make minor changes that create major differences. Spend the next few months or so clarifying your vision, outlining your expectations (doctors), making sure your staff members are well trained in both clinical, business and communication skills and your leadership skills are the best they can possibly be. Other trend indicators to watch for are times the business owner is pre-occupied such as building a new home or office, getting married or divorced, having a baby, or any other personal loss of focus. The bottom will temporarily fall out! Major election years are also a dip for six months or so for many practices. 

 ETHICS AND HONESTY, GONE BUT NOT FORGOTTEN 

While having lunch recently with my teenage granddaughters, I was astounded when Taylor, 15 announced quite sadly that her iPod was stolen from her purse at school while she left it unattended for a few minutes at the water fountain. My first response was, “what did your teachers and the principal do?” Knowing full well that when I was in the 9^th grade, that this incident, (even for a stolen pencil) would have brought the wrath of our teachers, strict principal and the administrative staff to rectify the problem immediately. Anyone near the incident was a suspect, and there would have been a stop-classes meeting about the virtues of honesty, integrity and Ten Commandments, one of which was, “Thou Shall Not Steal”! Those presumed guilty for being near the incident, had 30 minutes to return the stolen item to a designated place with no questions asked. The lecture, never to be forgotten, would have been punishment enough. My granddaughter received a brief “too bad” from the school office about her RESPONSIBILITY of safeguarding her belongings. Years ago the adult in charge (after the lecture and remorse session), would have been the RESPONSIBLE person for teaching more than academics.  

This incident also makes me reflect on how professionals in our dental industry are changing. Recent incidents have been brought to my attention in the professional groups to which I belong. Charges of blatant plagiarism of a speaker’s, writer’s or consultant’s copyrighted materials, fraudulent use of credentials to pad one’s worthiness as a speaker or consultant, (credentials listed of organizations they don’t even belong to degrees from mail order schools). But the TOPPER of unfair tactics happened to me about ten years ago. We once recognized in our newsletters or articles our top clients, calling them “Clients of the Quarter”…UNTIL I learned from not one, but three different dentists, that this well-known seminar company was using unfair tactics to take our clients. They courted our clients, offering complimentary tuition to their own pricey conferences, often having my clients invest more than six figures in their own “additional” services within a twelve-month period of time. I freely referred clients to their sales training thinking “what a nice adjunct to my management services”. One client of mine reported walking out of their “free”, high-pressured course. Still another client said, “Linda, you had so many good things to say about THEM, but they had NOTHING good to say about you!” Not believing this could be happening. As good as I had been to them when they started their business, I had two other good friends/clients call only to discover HOW TRUE IT WAS!! Was this a faded memory, intentional fraud, theft, dishonesty or just plain unprofessional? If those who do this get by with it, the problem (just like stolen iPods, laptops and cell phones in school), will continue as an epidemic. “UNTIL THERE’S A CONSEQUENCE, THERE WILL BE NO CHANGE OF BEHAVIOR.” 

Dental Meetings have also changed drastically over the past three decades. Dentists and teams once dressed in their best clothes went to meetings to learn, to network with friends, and bring back good ideas for bettering their practices. Dentists spent time in the exhibit halls looking forward to the twice per year opportunity to buy the latest dental equipment and watch exciting demos. Sadly, in today’s world, materials, supplies, equipment and technology can be bought anytime, anywhere, even online. The exhibit halls are now filled with exhibitors visiting and entertaining one another while paying thousands of dollars for the three days of boredom waiting for the next wave of busyness, which ends up being all team members without buying power walking around for samples and give a-ways.  

Registration fees, charged by meeting planners to be in the courses, once paid speakers. Today, if a speaker does not have at least a dozen “sponsors”, they are not as busy as those with sponsors. I think it’s fine for a company to sponsor a speaker for a third party endorsement. As long as it is not an overdone commercial, and the speaker makes a disclaimer that _________ is one of my sponsors. And then be able to announce, “even if they were NOT, I still endorse (use) their product (service) and have for the past ___ years”. Some speakers will promote ANYTHING, even something they don’t USE or LIKE just to get on a program and “have a sponsor”. To me that is compromising one’s integrity and cheating the audiences with biased, paid-for advertisements.  

But, what is the future of dental meetings? I have felt for years that between the decline of buyers at the exhibits, and speakers who use “bait and switch” tactics (come to my three day course and learn how to do that). Or those more interested in “feathering their nest” than the nests of the audiences, dental meetings will continue to decline. Then there’s the over abundance of available meetings and CE. At some point there is a saturation point. Joint forces for two or three bordering states to have every three years joint meetings, is one solution. Companies and speakers must also agree that unless it’s a good fit, don’t sponsor or accept sponsorship. Meeting planners must also appreciate the exhibitors more..Just as treating patients is a relationship business, so is running a major meeting. An “attitude of gratitude” to the companies who MAKE the meetings successful goes a long way. As for all these issues, they go back to old-fashioned levels of integrity; honesty and ethics that children learn at school age and carry over into the way they deal with people the rest of their lives. 

SPEAKING CONSULTING NETWORK 

The 10th Anniversary of the Speaking Consulting Network is less than four months away. New member registrations and inquiries are coming in daily and more rapidly than ever this year. It will be the third year for a sold out Conference of independent speakers, consultants and writers who come back every year to “drink from the fire hose” of information for growing their speaking, consulting and writing businesses. With speaking exercises, panels, guest speakers, forums, and break-out sessions, plus lots of fun and networking, most members would not think of missing a year. It is truly the SPIRIT OF SCN that can’t be duplicated…a must-do conference for those who intend to get busy and remain not only busy but truly effective to those in the dental industry we all serve..Check out the SCN site at: www.speakingconsultingnetwork.com created by TNT Dental.  

One year, 46 members outlined a book they should write..Interestingly enough, more than a dozen of those books were written and published the following year and are going strong in the market today. Whether seasoned, needing an invigorating group of like-minded individuals with which to network throughout the year, or someone just starting to think of the many rewards of being in front of an audience, a creator of published articles and books or a well-known consultant, SCN is THE PLACE to be, May 20-22. Only those serious need to join..Call Lee today 800-922-0866 or email me (lindamiles@cox.net) or Lee at leetarvin@cox.net  

CLIENT and PRACTICE NEWS:  

We were thrilled to see so many of our client practices in our first PRACTICE ADMINISTRATOR WORKSHOP in Sarasota, FL January 13-14. The feedback was tremendous. Attended by 60% Practice Administrators, 15% dentists, 15% dental spouses (most of whom went into the practice to fill in for a month or so and found themselves there years later). Many dental spouses brought the person they were grooming to replace them (finally). The other 10% were “sort of” Practice Administrators.They had the title but no AUTHORITY. And no RESPECT from the rest of the team because this person had not been properly introduced by the dentist to their coworkers as the liasion. The duties of the PA had not been clearly defined, nor had this person been trained to shoulder the four areas of the practice busy dentists must one day delegate. (Personnel, Budget and Overhead Control, Marketing, and Facility/Technology). When each person left the course, they not only gained new leadership skills and defined duties, but new confidence and confrontational skills to use in a positive manner. And they learned that being a practice CONFIDANT was one of the PA’s much needed traits. Watch for our fall date to be announced in our Spring issue of Dynamic Data and our website itinerary. Check out our site at: www.DentalManagementU.com.  

CLINICAL TIPS: 

If your hygiene department is still the “prophy palace” it was in the 80’s, churning the same 200 patients each month no matter how many new patients you have each year, remember this, “if hygiene stops growing the practice plateaus with it”. Get with the program by looking at our directory of exceptional hygiene consultants at www.speakingconsultingnetwork.com. Below you may register for one of our SCN member’s complimentary E-zine. 

Get free tips and techniques to BOOST your hygiene department with Inspired Hygiene’s free monthly E-zine. Click here to get your free subscription!  

To insert the above link that goes directly to the subscription page, this is it  http://visitor.constantcontact.com/email.jsp?m=1101041586852 

Not sure if the hyperlink will transfer to your newsletter. If you need to print the link, please print “Go to  www.InspiredHygiene.com and click on the “Free Tips” button”.  

HU-FRIEDY, YOUR BEST BET FOR INSTRUMENT MANAGEMENT

The entire Instrument Management System line has been developed with the goal of meeting the office’s global needs of safer sterilization protocols, increasing profitability through reduced expenses and increased productivity. What a solution!! We’ve been very busy here at Hu-Friedy in trying to get the word out about IMS (cassettes) to individuals who consult, lecture, and train on sterilization and overall office efficiency.

Hu-Friedy is the leading provider of instruments and instrument management systems. Dentists who are on the cutting edge are using IMS today. They understand the benefits that this simple change can make to their practice and the entire dental experience for the patient. Let me share some of the benefits they realize on a daily basis.

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  • By having the right instrument chair-side, the Dentist is able to provide superior patient care. Now, there are fewer interruptions caused by looking for instruments. This not only saves time, but also reduces the stress incurred by the dental team and the patient.
  • IMS helps manage your assets and operational costs. The IMS system neatly organizes and securely protects instrument during the entire cleaning process. This results in fewer lost and damaged instruments.
  • IMS allows for safer practices – the fully enclosed and locked cassette reduces the chance for sharps injuries during transportation and cleaning. The staff no longer touches or scrubs the instruments – providing everyone greater peace of mind.
  • IMS optimizes flow and productivity – research shows that offices that use IMS save an hour per day (10 minutes per procedure). Now your team of professionals is able to use their expertise productively, rather than doing non-value added tasks like washing or sorting instruments.
  • In addition, IMS creates a clean and professional environment. The presentation of a sterilized package to the patients is appreciated and places them at great ease while in the chair.
  • Dental teams that use IMS are happier. The system, reduces the unnecessary stress of trying to process instruments and meet production goals. The team appreciates the ease, simplicity and safety that the system offers. We’ve even heard of Dentist using IMS as a marketing tool when hiring new staff. 

DENTAL FEE AND SALARY SURVEY. BY RICK WILLEFORD of WILLEFORD AND HAILE CPA, PC: 

If you have any clients who would like to participate in the 2005 fees and salary Survey, please have them go to www.willefordhaile.com and either select to insert their data online or to download a hard copy of the questionnaire. They will get back a personalized copy of the survey with their own information highlighted. 

DENTAL UPDATE, (A great way to check on CE content and speakers before attending) 

“Dental Update is a revolutionary publication, written by a practicing dentist who realized there had to be an easier way to keep up with the overload of information on new materials and techniques.  Dental Update fills a unique niche, beyond CRAT and Reality T in that over 200 national dental seminars are attended and over 30 peer-reviewed journals like, Journal of Endodontics, Journal of Prosthodontics, Journal of Adhesive Dentistry are reviewed for PEARLS of useful and practical information for the dentist in the trenches.  There is NO advertising and NO bias toward any products, only the TRUTH about the ever-changing dental materials and techniques.  We guarantee it will make you a better and more profitable dentist.  Subscribing to Dental Update will be one of the best things you’ve ever done.  One year: $97 Call 770-973-9824 or email: dental_update@yahoo.com 

FROM DR. MARQUETTA POYNTER, Kentucky 

INDUSTRY EXPERT AND SOUGHT AFTER SPEAKER: 

DOCTORS BEWARE!!

Boards of Dentistry nationwide are dealing with more concerns regarding prescribing policies by dentists than ever before. Boards work closely with the DEA (Drug Enforcement Agency), which govern controlled substances and issue the DEA certificate.  Prescribing of controlled substances is a privilege and must be respected.  Most State Boards of Dentistry report actions being taken with dentists, which may alter current treatment for patients in pain or for post-operative relief of pain.

Some common area of concern include:
    1. Prescribe only within the dental “scope of practice”.
    2. Prescribe the appropriate drug and amount for the patients’ diagnosis or treatment provided.
    3. Do not self prescribe or prescribe for family, staff or friends outside the dentist/patient relationship.
    4. Monitor closely the delegation of “call-in” or refill for prescriptions by staff members.
    5. Document, document, document!  This is the ONLY true defense you have if questions occur.

Many dentists innocently become victims because they are unaware of the rules.  Safeguard your practice and your ability to prescribe responsibly.

This information is taken from the scientific continuing education programs offered by Dr. Marquetta Poynter, a dentist, investigator for the Kentucky Board of Dentistry.  Dr. Poynter provides timely education for dentists and dental office staff.  Four decades of experience in dentistry have given her a unique perspective on the profession. She believes that today is the BEST time we have known as dental health care providers.

Many problems, which dentists have with state licensing boards, originate from very basic issues.  Miscommunication as well as poor documentation and failure to implement “basic” clinical concepts account for most complaints received by Boards of Dentistry. Investigations, and sometimes-negative consequences, follow.

Protect your practice future and your peace of mind by inviting Dr.Poynter to consult individually, speak with your study club, state dental meeting or other dental programs. She is beginning her tenth year as a dental investigator and has participated in many Board of Dentistry hearings where actions against a dental license has taken place.  She can be reached at: mpoynt@bellsouth.net or by phone 502-375-2727. 

HURRY: IT’S NOT TOO LATE TO COME TO THE SPRING TWO-DAY DENTAL BUSINESS CONFERENCE

The date is MARCH 3-4, 2006, NORFOLK WATERSIDE MARRIOTT (Near MacArthur Mall Shopping) 

Linda Miles is personally presenting this two-day Dental Business Conference visit www.DentalManagementU.com for topics and hotel information.  

Registration and breakfast 7:30-8:30

Classes 8:30-Noon with break mid morning each day

Lunch 12:00-1:00

Classes 1:00-4:30 with break mid afternoon each day 

Email for a brochure today: lindamiles@cox.net or leetarvin@cox.net. Or call 800-922-0866. Bring the entire team. Management is a total team effort. You will recoup your entire investment the first week back!

Fee $895, one; $795 each two or more, $695 each three or more. Special courtesy of an additional 10% off for consulting clients or practices with more than ten people. NOTE: If you can’t bring the team to our DBC, one of our speakers can bring the DBC to your dental association, study club or large group practice. Call Lee for full details. 800-922-0866. Use Norfolk Airport (10 minutes) and Newport News, VA (30 minutes) SW and Air Tran are both available at these airports. Arrange flights home on Sunday afternoon and visit Colonial Williamsburg (60 minutes from Norfolk) Saturday evening and Sunday while in the area.

LINDA MILES AND ASSOCIATES IS GROWING: IT’S ALL ABOUT TEAMWORK! 

In our 28^th year, we are proud to announce the newest members of our LLM&A family of speakers, consultants and support professionals. Trying to slow down after the 20-year mark (1998), has not, and cannot happen as long as the exciting things in our company and the dental profession keep happening. In a way, we are truly just in our infancy with the projects we have planned for the next three years and beyond.  

I spent most of 2003 writing my third book DYNAMIC DENTISTRY, which has sold thousands of copies to individual practices, hundreds to dental schools and thousands to the military dental clinics. The past two years have been devoted to many hours of updating all of our consulting materials, the Dental Business Conference DVDs and course outlines.Creating new and updated materials is a never- ending, but fun part of our business. Now we are ready to hit the next three years full steam ahead with a shared responsibility load for SCN with our Executive and Advisory Boards, and LLM&A with the addition of Larry Steward as our Director of Client Services. Janet Steward, Colorado, is no stranger to consulting with ten years in dentistry as a business staff person with an accounting background, and seven years as a Management Consultant. Also new to our team is Cynthia Sellers of Texas, who will direct our Hispanic division as well as lecture in all of North America for our Dental Business Conferences and association sponsored courses. Cynthia also brings more than a decade of practice management to the table. 

Our Florida team consists of Susan Kulakowski, CEO of DDS (Developmental Dental Strategies) Punta Gorda, an Affiliate of LLM&A for five years, and Janelle Kent of Cape Coral who lectures for the Center for Dental Staff Development in Southwest FL. The Center’s main focus is an intensive hands-on, two-day training for dental scheduling coordinators and dental financial/insurance coordinators to get their skills level up to par in two days versus six months or more OJT (on the job training). Assisting Susan and Janelle is Kathy Putnam, the Administrative Director of DDS and CDSD. Call 866-862-7875 toll-free (DDS’s office) for a brochure or to register directly. Register now for the June 16-17 and the November 3-4 courses. 

Last but not least is our consultant speaker, Char Sweeney of Michigan who has been part of our group for 14 years. Char took a five-year sabbatical when her daughters were small but now that the girls are 12 and 10, she is back in full swing. Char is an icon in her own right having been on most of the major meetings and generating many new leads for all of our services. I’m very proud of ALL our consultants. It is fun as their mentor over the years to step back and allow them to step out in front knowing we now take turns of leadership in our firm, which is what teamwork is all about.  

The foundation for our group is Lee Tarvin. Lee celebrates her 22^nd year as Executive Director and my right hand person. We have been a dynamic duo all these years and love to reminisce how our relationships with clients, audiences, past and present employees and meeting planners, has made the past two decades fun. Lower disc surgery in 1999 slowed me down for a couple of years.but I am blessed to say unless I physically over-do certain things, I now tolerate traveling and standing all day in lectures quite well. I do know my limitations and I don’t travel for more than a day or two without checking heavy bags.  

On the horizon is a SunFun Cruise in 2007.(Start saving your Trip Kitty Bonus money now). We also see additional growth in the Speaking Consulting Network year after year thanks to our teamwork that has evolved in that division, more Dental Business Conferences regionally, two Practice Administrator Workshops annually (more by 2008), a new book, more products, and room for 60 new clients in 2006…Thanks to all of you for your support over the years. As Charlie Tremendous Jones says, “If you love what you do, you’ll never work another day in your life!” We want your practice to be so well organized and have such a happy work environment you too can never WORK another day in your life! Have a good winter. Don’t forget, winter is the time of hibernation and it’s a good time as you regroup and rest, to “sharpen your axe” for the remainder of the year. 

Sincerely, 

Linda Miles, CSP, CMC, CEO
And the Linda Miles and Associates Team

Please keep in mind this newsletter is being offered complimentary in response to the many requests to stay in touch with our clients and followers. If you wish to unsubscribe to Dynamic Data please send an e-mail message to lindamiles@cox.net to let us know.

Miles & Associates’ corporate headquarters may be reached at 800.922.0866. Fax us at 757.721.2892. On the web at www.DentalManagementU.com, or via email at lindamiles@cox.net

Miles & Associates – Autumn 2005

Linda L Miles & Associates
P.O. Box 6249
Virginia Beach, VA 23456-0249
Phone: 757.721.3332
FAX: 757.721.2892
800.922.0866 Toll-free